Yes, customer service can and will effect your bottom line. In this day and age, you’d think this statement would be common knowledge.You’d also think that all companies would not only understand what this statement entails, but also put into place measurable and actionable steps to ensure their customer service efforts increase their bottom line. Unfortunately, this is not the case. With Generation Y starting to make big purchasing decisions, companies that are ill prepared in this respect, will have a rude awakening with our generation – who will take their money elsewhere, if not treated properly.
I don’t know many people that love to give presentations, and I guarantee I am not one of them. Most people have a fear of speaking in front of other people in a large or even small group. There is only a small portion of people that get a thrill for that kind of adrenaline, or even look forward to it. NOT ME. I dread putting together a presentation, because I want to make sure I don’t stumble over my words (which I often do) and also to make sure I don’t put my audience to sleep. Presentations, just like blog posts, start with a main idea or purpose and then evolve from there.
Apple announced that its iPhone 5s and iPhone 5c sales this past weekend were a record-breaking nine million new phones. The company press release on September 23, 2013 states, “Demand for the iPhone 5s has exceeded the initial supply, and many online orders are scheduled to be shipped in the coming weeks.” There are a few reasons for this demand, and I agree with the critics about Apple’s launch.
I’m Liz. My favorite food is pizza, my favorite color right now is Kelly Green and my favorite song right now is Royals by Lorde (still? I know guys, I know). I love fresh air, I organize my room for stress relief and I love to travel. Oh, and I hate roses. I just had to get that out there.
Before becoming the Lead Generation Manager here at Progrexion, I worked for 4 years at an interactive lead gen company in the education space. I learned so many valuable work and life experiences being there during that time and my experience made the transition to this new role smooth (thank goodness).
That being said, I’m obsessed with Progrexion.
The usual conference for me consists of website design, usability, and user experience, but this past week I attended a wild-card conference, that focused on branding. Taking on the task of creating and writing Style & Brand Guidelines for CreditRepair.com, this last quarter, gave me a new perspective on Brand and why we do what we do. It’s been a swift realization that Brand has nothing to do with colors, logos, terminology and tag-lines; it’s about emotion, experience, and stories. Here are a couple of highlights I pulled from the many presenters at Brand ManageCamp 2013.
1. No One Cares About Your Logo, They Care About The Experience
Take the Ritz-Carlton: A family goes on vacation to the resort. After returning home they discover they’ve left behind their son’s favorite, most prized possession… Joshie, the stuffed Giraffe. Dad does what most parents would do, lie, and say that Joshie is taking an “extended vacation” at the resort. Read More
I’ve recently been reading a book about the Grand Canyon, The Emerald Mile, a story about the fastest trip EVER down the Grand Canyon in a wooden dory. A somewhat rogue operation, when in 1983 in the highest water the hoover dam had ever seen, a few radical and adventurous boatmen launch into the wild Colorado river in the middle of the night to escape national park officers who were patrolling the closed river due to the high and dangerous water. The Grand Canyon is pretty incredible, and experiencing the Colorado River, by boat, is on my life’s bucket list.
There are over 200 signals that determine how your site ranks in search engines like Google, Yahoo and Bing. Over time, search engines are mixing your brand strength into the equation and SEO firms are becoming more like creative agencies and brand strategists. Here are a couple of the 200 signals that relate to your brand strength:
Search Listing Click-Through-Rates
Pages that are listed in Google search results are ranked higher based on how many direct-clicks they get. So, if your website has a better-written “snippet” than the website above yours, you may get bumped up a spot, because people are more prone to click on your result.
Over the past few weeks I’ve had the opportunity to manage a pilot test of a new dialing list in our call center. This includes high level management of the group of call center agents that have been making the calls. While there are many factors that are impacting this test (such as list quality, timing, skill of the agents, etc.), I knew that there was going to be one key factor that would make or break this pilot – the motivation of the agents.
It has been nearly four months since I made the transition from Lead Generation to Hot Swap. I have enjoyed the change in day to day duties, especially because Hot Swap fits better with my prior experience in the affiliate industry. Overall, I love my company, so the transition has been smooth.
One thing that has been an interesting observance from my new position is the view that people have on the impact call center agents have on the overall success of a partnership. I’ve heard multiple people say “the data is the same” or that “one group shouldn’t be doing better than the other” and other similar phrases. They believe that as long as a person answers the qualifying questions there is no difference in the quality of the transfer. Statistically speaking, this simply isn’t true.
I was in a conversation a couple of months ago about building a new report for some of the marketing folks to use. One of the limitations of the program being used to build the report is limited ability to format. Now that we had the specifics of what was wanted, I suggested we talk about how to format the report before we built it. I was shot down because “we can worry about formatting later.”
I can see people reading this blog rolling their eyes and saying “you really wanted to talk formatting that early in the process?” Yes! Formatting matters. Read More